Client Care Flashcards
How do you assess customer satisfaction?
- KPIs
- Feedback
Give me an example of how you have cared for a client?
Ensured that a detailed schedule of interest was kept for my disposal instruction at Oakwood Park in order to provide my client with thorough feedback on interest.
Weekly update calls on progress
What are the principles upon which a customer assesses satisfaction?
Steps taken to ensure KPIs are hit
How much you have exceeded expectations
- monetary
- service level
Why is transparency important when formulating Terms of Engagement?
Ensures you are appropriately skilled to undertake the work
What are some of the principles of good client care?
Communications are:
- regular
- open
- transparent
What is your firms Complaint Handling Prodecure?
Acknowledge - 7 days
Respond - 28 days
Issue CHP details with TOB
Include ADR
What are the principles of RICS GN Complaints Handling Procedure (2016)?
- Approved by RICS
- Notify PII when complaint logged
- Appoint complaint officer
- Provide CHP
- Provide ADR
DTZ Investors
What do you mean by ‘retained agent’?
Acting in exclusivity on this portfolio
Expect a fee arising from any transaction we are involved in
DTZ Investors
What updates were you giving on current instructions
- Interest
- Current requirements
- Market activity
DTZ Investors
How did you respond in a professional (and timely) manner?
- Clear
- Concise
- Complete
- Courteous
Professional because it was in line with Estate Agents Act 1979
- Offers in full and in writing
KEVII
What was included in schedule of enquiries?
- Party name
- Date
- Comment/feedback
- Level of interest
- Date for me to contact them again
KEVII
How did a schedule of enquiries help provide good client care?
Ensured that any information that I provided to the Client was accurate
No elements were left out when discussing
KEVII
How did you deliver your weekly updates?
Either via a meeting at the Clients office or via conference-call
